Customer Success Manager - Mid-Market / Enterprise

About the Opportunity

This role is a key driver of growth and success across a book of business. This portfolio includes customers with complex, technical workflows, where a strategic and consultative approach is essential to maximize value. The individual will work closely with Account Managers, Implementation Engineers, Technical Account Managers, and the Product team to ensure customers are fully supported and empowered to succeed. At the heart of this work is building strong, strategic relationships—deeply understanding each customer’s business goals and aligning them with the organization’s capabilities to deliver meaningful outcomes.

Key Responsibilities

• Maintain strong business relationships and regular, strategic touchpoints with the assigned book of business
• Guide customers through onboarding and adoption with a consultative lens, often including paid services and workflow design
• Own premium onboarding cases by assisting customers in the template and workflow set up, leading training sessions and driving value within their first 90 days
• Drive product adoption and usage through proactive engagement and tailored Success Plans, focusing on long-term customer outcomes
• Identify and mitigate risk by uncovering usage blockers and developing customer-centric solutions to reduce churn and contraction
• Analyze account metrics (e.g., license usage, document activity, engagement trends) to create success benchmarks and guide business reviews
• Own customer escalations when they arise—working cross-functionally to drive swift resolution—while proactively addressing early signals to prevent issues from escalating
• Partner closely with Account Managers to align on renewal strategy, inform upsell paths, and support expansion opportunities
• Collaborate with Solutions Engineers and Technical Account Managers to address complex workflow requirements and technical use cases
• Proactively engage with the Product and Support teams to advocate for customer feedback and ensure it’s routed through the right channels
• Monitor tools to surface actionable insights and provide targeted outreach to accounts needing additional support
• Serve as a thought partner to both customers and teammates—sharing insights, elevating questions, and championing collaboration across teams
• Leverage AI-powered tools to analyze customer usage data, forecast risks, and identify revenue expansion opportunities
• Quickly synthesize call insights, product adoption patterns, and stakeholder sentiment using AI assistants to stay proactive
• Collaborate with the team and Operations to improve AI workflows and continuously refine customer playbooks

About You

• Experienced & Strategic: Bring 3–5 years of experience in Customer Success or Account Management within a SaaS environment, ideally working with mid-market, upmarket or enterprise-level customers. A proven track record of driving adoption, retention, and long-term value through strategic relationships—especially at the executive level.
• Executive Presence & Communication: A confident communicator, skilled at engaging with C-level stakeholders and navigating complex organizational structures. Ability to clearly and effectively communicate value across multiple channels and functions, ensuring alignment at all levels of the customer's organization.
• Customer-Centric & Relationship-Driven: Understand the importance of building deep, trusted partnerships. Empathetic, a strong listener, and takes a consultative approach to customer relationships—ensuring both tactical needs and long-term strategic goals are met.
• Organized & Detail-Oriented: Highly organized and excels at managing competing priorities. Delivers high-quality service with precision, even in fast-paced, dynamic environments.
• Strategic Thinker & Problem Solver: Thrives on solving complex challenges. Thinks big-picture, anticipates customer needs, and proactively identifies opportunities to deliver value.
• Knows how to align the platform’s capabilities with the customer’s business goals.
• Growth-Oriented & Accountable: Self-motivated, coachable, and always looking for ways to grow. Takes full ownership of work and consistently follows through on commitments.
• Agile & Collaborative: Adapts quickly to change and loves working cross-functionally to ensure the best outcomes for customers. Brings energy to the team and fosters a collaborative, supportive environment where others can succeed.
• AI: Comfortably learns, experiments with, and drives adoption of new AI features as part of an evolving CS tech stack.

Company Overview

This organization empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. The platform provides an all-in-one document workflow automation solution that helps fast-scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.

Company Culture

The team is known for its work-life balance, kind co-workers, & virtual team bonding events. Although team members are located remotely across the globe, they stay connected with the help of technology and ensure that everyone on the team feels like a team. Team members work best when they're happy. Talent is retained by upholding values of integrity & transparency, and selling a product that changes the lives of customers.

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses).
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans.
• Employees will also receive 13.34+ hours of paid time off per month, 6 self-care days, a birthday PTO day, and 10 company-paid holidays off per year.

Annual Total Employee Compensation (OTE)

The annual OTE is up $100,000 (base + bonus combined).

EEO Statement

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.